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Brian22051656ifkc
Participant
January 30, 2022
Answered

I bought a plugin via CC, paid for it but didn't get the email with the licence number

  • January 30, 2022
  • 3 replies
  • 573 views

I bought a plug-in via CC/exchange. the money was debited from my bank account and the plug-in appears on 'manage plug-ins' on the CC desktop. When I installed it I needed the licence number on the email - unfortunately, the email did not arrive. Whether or not I made a mistake giving my email during purchase, I don't know, but that should not matter as I was logged in to my account when I made the purchase and the plugin appeared on mydasdboard. 

I can't find any reference to the purchase on the convoluted Accounts pages in Adobe, the vendor say they are unable to help as it was purchased through Adobe. I can't use the plug-in without the licence number, and the help pages on here go round and round in circles and the best I can get is 'have you checked your spam folder?'

 

This topic has been closed for replies.
Correct answer Peru Bob

Try Adobe Customer Service (make sure to sign in to your Adobe account first and allow popups on your browser): 
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

You may also be able to contact Adobe by phone:
https://helpx.adobe.com/contact/phone.html

3 replies

erinferinferinf
Adobe Employee
erinferinferinf
Adobe Employee
February 15, 2022

Can you tell me which plugin it is? DM me if you don't want to post it here.

 

Sorry you've had such a bad experience so far.

B
Brian22051656ifkcAuthor
Participant
February 15, 2022

Hi, it was the MagicPicker plug-in from anastasiy.com. They always responded quickly and politely but were unable to help me as I had bought the plug-in via Adobe Exchange.

 

Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
January 30, 2022

Did you check your email spam folder?

 

Nancy O'Shea— Product User & Community Expert
    Peru Bob
    Community Expert
    Peru BobCommunity ExpertCorrect answer
    Community Expert
    January 30, 2022

    Try Adobe Customer Service (make sure to sign in to your Adobe account first and allow popups on your browser): 
    https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
    Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

    You may also be able to contact Adobe by phone:
    https://helpx.adobe.com/contact/phone.html

    B
    Brian22051656ifkcAuthor
    Participant
    February 11, 2022

    What a shambles the Adobe Support Team are! Adobe still have my money, and without the licence number, I can't use the plugin. I managed to speak to someone, but since then I get being transferred from one team to the next, then eventually to dead links and non-existent emails. No-one taking ownership and being passed around like that is very poor customer relations. I sent them (several times) screenshots of my bank account where the money came out, and screen shots with the plugin assigned to my Adobe account, but as I said, I can’t use it.  

     

    So after two weeks, Adobe “Support” don’t seem to know what they’re doing, and in the end abandoned the case hoping it would go away, and for the $19 it cost me, I would forget about it too.

     

    You can’t imagine how with so much passion I hate Adobe now.

    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    February 11, 2022

    Check your Support History in your online account and update the case with new information.

    https://account.adobe.com/support

     

    Nancy O'Shea— Product User & Community Expert
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